Director of Customer Success at PlayerLync
The Director of Customer Success will develop the strategy to deliver an extraordinary customer experience that meets the needs of both our enterprise and midmarket customers enabling them to receive maximum value from our solutions. This role will be an expert on the customer experience and will work to minimize friction in the onboarding process and ongoing. Key areas of focus are to drive continued strong customer retention performance, and optimized account expansion. This role will manage a team of Customer Success Managers to effectively engage with client stakeholders, assist in driving strong product adoption, and provide best practice recommendations. The Director of Customer Success will collect and leverage data to inform new initiatives that can continually improve the customer experience, all to ultimately drive long-term customer value.
Key Metrics: NPS, Customer Retention, Upsell Opportunity Identification
In this role you will:
Personify our Customer Experience Mission Statement – Listen, understand, design, and lead to deliver an extraordinary experience and game changing results.
Work with our Sr Leadership team to establish executive relationships with our largest strategic accounts
Work closely with customer support to evolve the roles of CS and Support to meet the customer needs in the most efficient manner possible.
Evolve our current implementation model to support a product led model and provide multiple implementation paths for different sized customers
Enable and hold team accountable for identifying and developing upsell opportunities that solve new problems and deliver new value for customers.
Coach the team through pricing and negotiation techniques, and provide tactical training on creating and managing opportunities and quotes through an opportunity lifecycle.
Solicit customer feedback and input and incorporate into offerings and product roadmap
Maintain & evolve the current services portfolio while meeting and exceeding operating and financial goals
Work cross-functionally to identify and analyze success drivers and areas of risk, and partner with stakeholder leadership within CS, Sales, and Product to implement continued improvements across the customer lifecycle
Translate use cases to measurable outcomes/metrics that we can jointly monitor with the customer to show solution impact
Teach and coach the team on driving proactive renewal management and renewal forecasting
Ensure that the CSMs are monitoring product adoption data; where appropriate, provide best practices to customers to further leverage the product
Skills & Experience
10+ years of Customer Success or account management experience, ideally in SaaS environment
History of strong net revenue retention with your customers
3-5 years of experience leading an account or customer success team with bookings and revenue responsibilities within a SaaS organization.
Experience in developing and coaching leaders within Customer Success
Managed and recruited a team, savvy at setting customer success team targets
Excellent ability to manage stakeholder expectations (for example, with Prospects/Customers/Internal Stakeholders)
Experience in creating Customer Success workflows, templates, and playbooks
Has proven track record of achieving project success within (or ahead) of timelines
Experience with multi-unit restaurant and retail companies is a plus
Excellent communication and diplomacy skills
Strong technical skills, including knowledge of IT networks, mobile apps, cloud environments, and basic coding
Experience with Salesforce and Desk platforms (or similar CRM/Support solutions)
History of using Customer Success systems
Proficient in Office software, including basic data analysis in excel
Hard core about getting things done, while at the same time maintaining a spirit of collegiality and vibrant sense of humor